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MegadreamX
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Revel Subscription Renewal Problem

Mar 31, 2012 6:05 AM

Tags: #mac #ipad2 #subscription #revel #iphone4s

Hi,

 

  In december I started with the complimentary subscription and later buyed a monthly subscription.  After the first month, decided to cancel the auto renewal and every thing was OK until I wanted to buy my subscription again.

 

  I followed the instructions, but Revel always brings a pop up indicating that I don't have any subscription, so i try to buy again, but don't let me do it.  Here is my subscription that doesn't work!!!

 

  And there is no support by chat for Revel.  I'm from Chile, so the telephone support is not available too.

 

  Please anybody help me.

 

Revel.jpg

2357 Views   21 Replies   Latest reply: MegadreamX, Apr 15, 2012 6:48 PM
 
Replies
  • David__B
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    1. David__B,
    Apr 2, 2012 3:04 PM   in reply to MegadreamX
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    Hi MegadreamX,

     

    Based on the screen shot it does appear that you do have a month to month subscription (good through the current month of April) with monthly auto renewal turned on. Note that there are two different ID's associated with your subscription, an Adobe ID and an Apple ID. You use the Adobe ID to sign into Adobe Revel and Apple ID to handle all billing. Are you able to sign into Revel with your Adobe ID successfully to use the service?

     

    -Dave

     

    If you are still having problems we should move this topic over to http://feedback.photoshop.com/photoshop_family

     

    That is a different Adobe forum with more support for Adobe Revel.

     
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  • MegadreamX
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    2. MegadreamX,
    Apr 2, 2012 4:47 PM   in reply to David__B
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    Yes I do.

     

    I can use both accounts, without any problem.

     

    Even I created another adobe id, but the same happens.

     

    I'm sad.

     

    Saludos Cordiales.

     

    Cristián Leiva.

    Móvil: +56 9 7107 2295

    Enviado desde mi dispositivo móvil.

     
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  • David__B
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    3. David__B,
    Apr 2, 2012 5:16 PM   in reply to MegadreamX
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    Hang in there, this seems like something we can straighten out. You shouldn't need to create another Adobe ID.

     

    In Revel if you press the gear icon in the upper right corner it should open a settings panel. The first field within that panel should say Adobe ID with an email address next to it

     

    If you tap/click the email address it should take you to a My Account section with Name, Adobe ID, and Account Status.

     

    So long as you are signed in with the same Adobe ID which was used when you purchased the subscription it should say "Subscribed" next to the Account Status field.

     

    Are you working on a Mac or an iPad? You shouldn't need to buy another monthly subscription at this point, it won't let you buy one until the current month's one over, and based on the pop-up window you already have one and it is set to automatically charge your iTunes account every month. So it seems like you should be all set. Can you tell me a little more about what is wrong or not working, I'm not quite understanding?

     

    -Dave

     
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  • MegadreamX
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    4. MegadreamX,
    Apr 2, 2012 6:16 PM   in reply to David__B
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    Dave,

     

      First of all, thanks for your patience an eager to help me. (no one else

    was).

     

      I'm going to do it step by step with my first account which i bought the

    subscription. So we keep everything clear. (not using the second test adobe

    ID)

     

      image: image.png[image: image.png][image: image.png][image:

    image.png][image:

    image.png][image: image.png][image: image.png][image: image.png]

     

    So I'm stuck!!!

     

    Any ideas?

     

    Saludos Cordiales.

     

    Cristián Leiva.

    Móvil: +56 9 7107 2295

    Enviado desde mi dispositivo móvil.

     
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  • David__B
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    5. David__B,
    Apr 3, 2012 7:40 AM   in reply to MegadreamX
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    No problem, happy to help

     

    I don't know what happened but the pictures you posted to show what happened didn't post properly

     

    It just shows

     

    image: image.png[image: image.png][image: image.png][image:

    image.png][image:

    image.png][image: image.png][image: image.png][image: image.png]

     

    very strange, is it possible to try uploading them again?

     

    Thanks for your patience too

     

    -Dave

     
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  • MegadreamX
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    6. MegadreamX,
    Apr 3, 2012 9:25 AM   in reply to David__B
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    Dave,

     

      Please tell me if you can see the pictures now.

     
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  • MegadreamX
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    7. MegadreamX,
    Apr 3, 2012 9:25 AM   in reply to David__B
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    Dave,

     

      The last three pictures.

     
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  • MegadreamX
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    8. MegadreamX,
    Apr 3, 2012 9:27 AM   in reply to David__B
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    Dave,

     

      And now.

     
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  • David__B
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    9. David__B,
    Apr 3, 2012 9:28 AM   in reply to MegadreamX
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    No, still not showing up. I see the picture in your original post, but thats it.

     
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  • David__B
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    10. David__B,
    Apr 4, 2012 12:21 PM   in reply to David__B
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    Hi MegadreamX,

     

    I was just checking back on this thread to see if you had a chance to try posting the screen shots again. Rather than editing the prior entry just reply with a new one, maybe that would work?

     

    -Dave

     
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  • MegadreamX
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    11. MegadreamX,
    Apr 6, 2012 8:53 AM   in reply to David__B
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    Dave,

     

      This is my account.

    IMG_1843.jpg

    When I click in Adobe ID, it shows me the Account Details indicating the subscription options and the Account Status as LAPSED.

    IMG_1844.jpg

    When I choose one of the Subscription Options It asks me to confirm.

    IMG_1845.jpg

    Whern I confirm It indicates that I'm already subscribed!!!! So I clicked settings.

    IMG_1846.jpg

    I entered my Aplle ID

    IMG_1847.jpg

    Entered my password and...

    IMG_1848.jpg

    I can see that my subscription was already there !!!

    IMG_1849.jpg

     

    Any suggestions?

     
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  • David__B
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    12. David__B,
    Apr 6, 2012 9:08 AM   in reply to MegadreamX
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    I think I understand now, please correct me if my understanding is incorrect.

     

    You are getting conflicting messages, on your iPhone it says the subscription has expired but when you attempt to renew it it doesn't work because it says you are already subscribed.

     

    If for some reason my understanding is incorrect please let me know. I'll do some checking from my side and let you know what I find out. One other thing I was curious about, does this same behavior happen on of your devices?

     

    Thank you for your patience.

     

    -Dave

     
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  • MegadreamX
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    13. MegadreamX,
    Apr 6, 2012 10:22 AM   in reply to David__B
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    Dave,

     

      You are right. That's the problem and this same behavior occurs in all my

    devices.

     

    Saludos Cordiales.

     

    Cristián Leiva.

    Móvil: +56 9 7107 2295

    Enviado desde mi dispositivo móvil.

     
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  • David__B
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    14. David__B,
    Apr 6, 2012 3:43 PM   in reply to MegadreamX
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    I think we have a temporary fix in place, can you try again and see if it works now. I'll probably need to follow up with you again in the future though.

     

    -Dave

     
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  • MegadreamX
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    15. MegadreamX,
    Apr 6, 2012 4:06 PM   in reply to David__B
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    Dave,

     

      So you are telling me that this thing is already solved?  Because apple

    cancelled the current subscription.

      Should I buy it again?

     

      Thanks again Dave.

     

    Saludos Cordiales.

     

    Cristián Leiva.

    Móvil: +56 9 7107 2295

    Enviado desde mi dispositivo móvil.

     
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  • David__B
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    16. David__B,
    Apr 6, 2012 5:00 PM   in reply to MegadreamX
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    Try checking the status again, it should have changed from Lapsed to Complimentary now, you shouldn't need to resubscribe.

     

    -Dave

     
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  • MegadreamX
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    17. MegadreamX,
    Apr 6, 2012 5:45 PM   in reply to David__B
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    Yes!!!

     

    Thanks Dave!

     

    Now my account is complimentary.  So I'll buy the subscription again.

     

    Saludos Cordiales.

     

    Cristián Leiva.

    Móvil: +56 9 7107 2295

    Enviado desde mi dispositivo móvil.

     
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  • David__B
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    18. David__B,
    Apr 6, 2012 5:49 PM   in reply to MegadreamX
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    You shouldn't need to buy the subscription I don't think.

     

    -Dave

     
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  • MegadreamX
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    19. MegadreamX,
    Apr 6, 2012 5:55 PM   in reply to David__B
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    Ok, but for keep the service working for more than 30 days, I have to

    subscribe.  That's the thing that I need to work.

     

    Thank you very much Dave!

     

     

    Saludos Cordiales.

     

    Cristián Leiva.

    Móvil: +56 9 7107 2295

    Enviado desde mi dispositivo móvil.

     
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  • Charlie.D
    312 posts
    Jun 16, 2009
    Currently Being Moderated
    20. Charlie.D,
    Apr 13, 2012 1:50 PM   in reply to MegadreamX
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    Hi Cristián

     

    Though we sent you a direct email with this news, I'm following up on this thread just in case it helps others who are searching for info to solve their subscription problem.

     

    Your subscription wasn't recognized by Revel even though you'd already paid.  We released  Revel 1.2 yesterday which you can now find iTunes.  With this updated version, could you try to fix your subscription in Revel 1.2 by following these steps:

    1. First please confirm that your subscription status still shows as "Complimentary" under Settings > My Account > Account Status.
    2. Second, please tap on the Restore Purchase button on that same screen.
    3. After that, your account status should show "Subscribed".
     
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  • MegadreamX
    Currently Being Moderated
    21. MegadreamX,
    Apr 15, 2012 6:48 PM   in reply to Charlie.D
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    Thank you charlie.  Everything works fine.

     

    Saludos Cordiales,

     

    Cristián Leiva S.

    Móvil: +56 9 71072295

     

     

     

    2012/4/13 Charlie.D <forums@adobe.com>

     

    **

       Re: Revel Subscription Renewal Problem  created by Charlie.D<http://forums.adobe.com/people/Charlie.D>in

    Adobe Creative Cloud - View the full discussion<http://forums.adobe.com/message/4333684#4333684

     

     
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